PASS GUARANTEED 2025 TRUSTABLE CRT-261: REAL CERTIFICATION PREPARATION FOR SERVICE CLOUD CONSULTANT EXAM

Pass Guaranteed 2025 Trustable CRT-261: Real Certification Preparation for Service Cloud Consultant Exam

Pass Guaranteed 2025 Trustable CRT-261: Real Certification Preparation for Service Cloud Consultant Exam

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q185-Q190):

NEW QUESTION # 185
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

  • A. Knowledge base
  • B. Customer community
  • C. Service cloud console
  • D. Automatic call distribution

Answer: A,B

Explanation:
A customer community is a branded online portal that allows customers to access self-service resources, such as knowledge articles, FAQs, forums, and case management. A knowledge base is a repository of information that can help customers find answers to their questions or issues. Both solutions can help promote call deflection by enabling customers to resolve their own problems without contacting the contact center.
Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Knowledge Overview


NEW QUESTION # 186
Milestones can be added to which three object types?
Choose 3 Answers

  • A. Service
  • B. Account
  • C. Case
  • D. Entitlement
  • E. Work order

Answer: C,E


NEW QUESTION # 187
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

  • A. Quality monitoring score
  • B. Agent utilization
  • C. Schedule adherence
  • D. Number of calls offered

Answer: B,C

Explanation:
Agent utilization is the percentage of time that agents are occupied with handling customer interactions or after-call work. It is a measure of how efficiently agents are using their time. Schedule adherence is the degree to which agents stick to their planned work schedules. It is a measure of how well agents follow their assigned shifts, breaks, and lunches. Both metrics can be used to assess the success of a new workforce management system, as they indicate how well the system is optimizing agent productivity and availability. Verified References: Service Cloud Consultant Certification Guide & Tips, Workforce Engagement


NEW QUESTION # 188
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

  • A. Insert a reference Thread ID in the email subject template
  • B. Convert to an On-Demand Email-to-Case setup
  • C. Assign a user to manually manage incoming email
  • D. Use Omni-Channel to automatically route inbound email

Answer: A


NEW QUESTION # 189
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

  • A. Einstein Bot social queues.
  • B. Social Customer Service for Twitter and Facebook.
  • C. Social Media Marketing message tagging.
  • D. Social Persona tor Twitter and Facebook.

Answer: D


NEW QUESTION # 190
......

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